Concepts for the Verint WFM integration


Note: This article applies to the Verint WFM historical integration and the Verint WFM RTA integration.

Several key concepts are helpful for understanding how the integration works. The diagram illustrates the relationship between these concepts.

Diagram showing the relationship between connector groups, instances, and Bridge Servers

Connector group

A connector group refers to a single configuration of a connector type that you set up and configure in PureCloud. For example, the connector group WebServicesDataDip refers to a single configuration of the connector type webservices-datadip.

For different configurations, use multiple connector groups of the same connector type. The connector groups can use the same Bridge Server or different Bridge Servers. 

Connector groups must include a single instance of a connector, but can include multiple instances of a connector for resiliency purposes (if the connector supports failover and fault tolerance).

Connector instance

A connector instance refers to a single occurrence of a connector in a connector group. Each connector group must have at least one connector instance.

For more information about the integration, see About the Verint WFM historical integration.

Connector group

A connector group refers to a single configuration of a connector type that you set up and configure in PureCloud. For example, the connector group WebServicesDataDip refers to a single configuration of the connector type webservices-datadip.

For different configurations, use multiple connector groups of the same connector type. The connector groups can use the same Bridge Server or different Bridge Servers. 

Connector groups must include a single instance of a connector, but can include multiple instances of a connector for resiliency purposes (if the connector supports failover and fault tolerance).

Connector instance

A connector instance refers to a single occurrence of a connector in a connector group. Each connector group must have at least one connector instance.

All instances in a connector group have the same configuration and are of the same connector type. For example, all instances in the connector group WebServicesDataDip have the same configuration and are of the connector type webservices-datadip.

Use multiple instances in a connector group for the following scenarios:

  • Connector failover support*

    Run multiple instances with the same Bridge Server or different Bridge Servers.

  • Bridge Server fault tolerance*

    Run multiple instances with different Bridge Servers.

  • Load balancing*

* If supported by the connector.

For more information about the integration, see About the Verint WFM RTA integration.